FREQUENTLY ASKED QUESTIONS FAQ's
HOW CAN I PLACE AN ORDER?
Ordering with us couldn’t be simpler. At the click of a button, you can get access to over 11,000 pet care essentials and seasonal goodies for your beloved pet. Simply order using one of the methods below!
Online | www.purelypetsupplies.com
Email | email@example.com
Telephone | 0115 945 2751
WHAT IS YOUR ESTIMATED DELIVERY TIME?
All orders are sent on either a Royal Mail 48 delivery service, or a DHL Tracked Next Working Day delivery. Please refer to our Delivery Information to find out more.
Please note, ALL orders also incur a despatch time, which is the time it takes for our team to receive, allocate, pick, pack and process your order. All orders incur a 1-3 working day despatch time, depending on the products ordered. This is because we run a Psuedo stock system to ensure we can have a wide and varied selection of pet care essentials for every pet owner worldwide, so not all items are stocked in our despatching warehouse.
WHAT ARE YOUR DELIVERY CHARGES?
We calculate delivery based on the total weight of your order. That means postage charges can vary from one order to the next. However, postage starts from only £2.50 for small parcels up to 2kg in weight.
To find out more about our delivery charges, despatch and delivery times click here.
WHY DON'T YOU OFFER FREE DELIVERY?
As we offer the best prices possible on every product in our shop we do not offer free delivery as standard. Many online retailers will increase their product prices accounting for postage within the sale price of their products, enabling them to offer ‘free delivery’. However, to ensure you get the best possible price and value for money when you buy ANY item from our shop we calculate postage separately which allows us to keep our product prices low and not hide the additional shipping fees that all retailers have to pay when posting out parcels.
WHAT SHOULD I DO IF I HAVE A GENERAL QUESTION REGARDING AN ITEM, OR ORDER?
Our team are on hand 5 days a week to make sure everything runs smoothly with your order. If you have a question about your order, item(s) you have purchased, returns, delivery, or anything else, please don’t hesitate to Contact Us. You can also get in touch with us on Social Media! We aim to respond to all enquiries within 2 working days.
I ORDERED WITH ROYAL MAIL 48 DELIVERY. IT'S BEEN MORE THAN TWO DAYS AND MY PARCEL HASN'T ARRIVED YET?
Unfortunately, delivery time and dispatch time are two different things. We aim to dispatch all orders from our warehouse within 1 – 3 working days. Delivery time (e.g DHL next work day delivery/Royal Mail 48) is then added on top of this. Please be aware that we cannot be held responsible for any delays that are caused by our chosen delivery companies.
TRACKING SHOWS MY ORDER HAS BEEN DELIVERED, BUT I'VE NOT RECEIVED IT. WHAT NOW?
All customer parcels have their own unique shipment numbers applied to them, from the chosen courier/parcel delivery company in question. This will be provided to you by email when your order has been despatched. This shipment number allows you, and us, to keep an eye on the progress of your parcel, and resolve any issues if required.
If you have found that your tracking states Delivered, but you believe you have not received it, please first check with your neighbouring properties and any “Safeplace” location that the delivery company may have left your parcel, to ensure a successful delivery. If by this point the parcel still has NOT been located, and you are unable to find a “Calling Card” or “Something For You” card from the delivery company, do get in touch. Simply contact our team, stating your Order Number on the email.
Royal Mail 48
If we believe your order should have been delivered by the time you make contact with us, we will begin a parcel search with Royal Mail. This service aims to locate and deliver any potentially delayed or missing parcels registered to your address, within 2 working days. For example, if we start a parcel search on Wednesday, this will be completed by Friday – hopefully, with successful re-delivery!
If we believe your order should have been delivered by the time you make contact with us, we will contact DHL Parcel on your behalf to locate the whereabouts of your order. They will begin a parcel search in an endeavour to locate this and arrange successful delivery. If a legitimate signature has been received, unfortunately there is nothing further we can do.
Important: In both circumstances, if the parcel company are unable to locate your parcel you will be issued with a “Missing Parcel Disclaimer” or a form similar to this from Purely Pet Supplies Ltd. You may also be required to sign a disclaimer form for the courier company in question that handled your parcel, legally confirming non-receipt of your parcel. Once this has been received back it will be passed onto the courier company in question to begin further investigation. Should it be found that the tracking is indeed incorrect, as confirmed by the courier/delivery company in question, a refund, or replacement if possible, will be provided to you by our team. Please note, all of the above also applies if your tracking information hasn’t been updated within the expected delivery time frame.
If you have any queries regarding delivery, your order, or item(s) ordered, or you haven’t received your tracking information, please Contact Us.
WHAT IS YOUR RETURN POLICY
With ALL orders, excluding Special Order items (non-returnable/non-refundable), we operate a strict 14-day return policy. Please view our Returns and Refunds information to find out if your item is eligible for return, and how to return your item.
HOW LONG DOES IT TAKE TO GET A REFUND?
Returns are processed on a daily basis within our office, Monday to Friday 9am till 4.30pm. We aim to process all returns within 48 hours of receiving them back ensuring all the relevant information is within the parcel, resulting in a refund or exchange depending on your request. Please note, refunds are subject to standard bank clearing times and dependent on the method of payment you have used and to which we have refunded, refunds may take up to 7 working days.
To find out more about how to return your item, click here.